658 research outputs found

    Decoding social media speak: developing a speech act theory research agenda

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    Purpose – Drawing on the theoretical domain of speech act theory (SAT) and a discussion of its suitability for setting the agenda for social media research, this study aims to explore a range of research directions that are both relevant and conceptually robust, to stimulate the advancement of knowledge and understanding of online verbatim data. Design/methodology/approach – Examining previously published cross-disciplinary research, the study identifies how recent conceptual and empirical advances in SAT may further guide the development of text analytics in a social media context. Findings – Decoding content and function word use in customers’ social media communication can enhance the efficiency of determining potential impacts of customer reviews, sentiment strength, the quality of contributions in social media, customers’ socialization perceptions in online communities and deceptive messages. Originality/value – Considering the variety of managerial demand, increasing and diverging social media formats, expanding archives, rapid development of software tools and fast-paced market changes, this study provides an urgently needed, theory-driven, coherent research agenda to guide the conceptual development of text analytics in a social media context

    In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts

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    Consumers' confidence in companies has fallen due to recent and widespread violations of integrity and consumers' voicing of discontent in weblog (blog) posts. Current research on integrity restoration offers little guidance regarding appropriate responses. We posit that not only what (with which content) but also how (in which format) the company responds, contributes to an effective restoration of integrity and a reduction of consumers' intentions to switch. The results of Study 1 show that the combination of denial content and analytical format as well as apologetic content and narrative format works better than combinations of opposing response content and format. Comparing narrative apologies and denials in two consecutive studies, we demonstrate that the concept of "transportation"-the engrossing effect of a narrative-is the mechanism underlying narrative-based integrity restoration. We further assess in Study 2 how the use of empathy accounts for higher levels of transportation and perceived integrity. In Study 3, we establish that a personal response by the involved employee is more effective than a response issued by the company's spokesperson. Consumers trust in stories from the involved employee. © 2010 Elsevier B.V

    Omineca Herald, April, 11, 1928

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    Item does not contain fulltextFrontiers in Services Conferenc

    A Walk in Customers' Shoes: How Attentional Bias Modification Affects Ownership of Integrity-violating Social Media Posts

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    The number of social media posts that expose company integrity violations has increased dramatically. In response, some companies empower employees to respond to customer blogs, which requires employees to recognize the customer's perspective. We show that attentional bias modification can be used to prime employees of two global Fortune 100 companies with a self-sufficiency or empathy bias. The results indicate that narrative transportation, or the extent to which employees mentally enter the world evoked by a customer's story, mediates the effect of attentional bias on two relevant psychological ownership dimensions: acknowledgment of responsibility and willingness to respond. Participants with a self-sufficiency bias neither acknowledge responsibility nor want to respond. However, participants primed with an empathy bias take responsibility for the customer's case and respond to the integrity violation. We find evidence for two boundary conditions of this effect: (1) it strengthens when the employee perceives the customer's financial vulnerability as high and (2) it weakens when the customer is impolite in the blog post

    Blockchain For Food: Making Sense of Technology and the Impact on Biofortified Seeds

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    The global food system is under pressure and is in the early stages of a major transition towards more transparency, circularity, and personalisation. In the coming decades, there is an increasing need for more food production with fewer resources. Thus, increasing crop yields and nutritional value per crop is arguably an important factor in this global food transition. Biofortification can play an important role in feeding the world. Biofortified seeds create produce with increased nutritional values, mainly minerals and vitamins, while using the same or less resources as non-biofortified variants. However, a farmer cannot distinguish a biofortified seed from a regular seed. Due to the invisible nature of the enhanced seeds, counterfeit products are common, limiting wide-scale adoption of biofortified crops. Fraudulent seeds pose a major obstacle in the adoption of biofortified crops. A system that could guarantee the origin of the biofortified seeds is therefore required to ensure widespread adoption. This trust-ensuring immutable proof for the biofortified seeds, can be provided via blockchain technology
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